Premier Support Engineer - Other US Location, United States - Motorola Solutions

    Motorola Solutions
    Motorola Solutions Other US Location, United States

    Found in: beBee S2 US - 1 month ago

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    Full time
    Description

    Company Overview

    At Motorola Solutions, we're guided by a shared purpose - helping people be their best in the moments that matter - and we live up to our purpose every day by solving for safer. Because people can only be their best when they not only feel safe, but are safe. We're solving for safer by building the best possible technologies across every part of our safety and security ecosystem. That's mission-critical communications devices and networks, AI-powered video security & access control and the ability to unite voice, video and data in a single command center view. We're solving for safer by connecting public safety agencies and enterprises, enabling the collaboration that's critical to connect those in need with those who can help. The work we do here matters.

    Department OverviewPremier Support for the WatchGuard Product Line
    Job Description

    The Premier Support Engineers provide white-glove support and solutions to an assigned group of customers. They work cross- functionally with Support, Sales and Development. Their goals are to maximize client experience with WatchGuard products, and to proactively ensure a stable and secure product experience. The role requires strong problem-solving, communication, and client-relation skills.

    Key Responsibilities and Accountabilities

    • Own and pro-actively manage the technical relationship of assigned high profile customers.
    • Accurately document product issues and convey workarounds and fixes to customers.
    • Know and understand your customer's IT infrastructure and make recommendations where appropriate to ensure healthy operations.
    • Ensure prompt and complete resolution of technical challenges and business issues, drive other teams as required and set customer expectations.
    • Maintain documentation of clients' technology environment and system configurations
    • Proactively identify solutions and enhancements to ensure your customer's long-term success
    • Develop and maintain a deep understanding of WatchGuard products and services.
    • Must have reasonable flexibility in personal schedule for travel, on-call responsibilities, and completing customer calls.
    • Embraces opportunity/requirement to travel onsite and provide support/solutions (overnight travel is typically up to 25%)

    Experience Requirements

    • 5 – 10 years of experience in IT helpdesk and/or application support role
    • Extensive Hardware, Software and Networking troubleshooting
    • Experience with SQL Server Database troubleshooting
    • Advanced knowledge of Windows Server 2016, 2012, 2008; Windows 7, 8, 10
    • Advanced knowledge of Active Directory, DNS, DHCP, TCP/IP, VPN, LAN
    • Advanced knowledge of Router, switches, VLANs, VPN
    • Knowledge of Virtualization; Hyper-V, VMWare a plus
    • Advanced understanding of internet protocols (HTTP, SSL/TLS, TCP/IP, etc.)
    • Demonstrated ability to prioritize and multitask in a deadline driven high-pressure environment
    • Experience and demonstrated ability to provide an outstanding level of customer service.
    • Ability to develop professional relationships and provide support in a professional and articulate manner
    • This position is subject to working in high security areas governed by the US Department of Justice's "Criminal Justice Information Services (CJIS) Security Policy" and therefore requires successfully passing a more stringent fingerprint background check administered by Motorola Solutions Inc. customers

    Education Requirements

    • Bachelor's Degree in Computer Science or related field
    • MCP and/or MCSE Certifications preferred

    #LI-DB1


    Basic Requirements

    • Bachelor's Degree in Computer Science or related field
    • 5 + years of experience in IT helpdesk and/or application support role
    • Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.


    Travel Requirements    Under 10%
    Relocation Provided    None
    Position Type    Experienced
    Referral Payment Plan    No

    Our U.S. Benefits include:

    • Incentive Bonus Plans
    • Medical, Dental, Vision benefits
    • 401K with Company Match
    • 9 Paid Holidays
    • Generous Paid Time Off Packages
    • Employee Stock Purchase Plan
    • Paid Parental & Family Leave
    • and more

    EEO Statement

    Motorola Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion or belief, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other legally-protected characteristic.

    We are proud of our people-first and community-focused culture, empowering every Motorolan to be their most authentic self and to do their best work to deliver on the promise of a safer world. If you'd like to join our team but feel that you don't quite meet all of the preferred skills, we'd still love to hear why you think you'd be a great addition to our team.

    We're committed to providing an inclusive and accessible recruiting experience for candidates with disabilities, or other physical or mental health conditions. To request an accommodation, please email